Director of IVR Strategy

Job Summary

Leading the strategy and evolution of IVR and AI-driven customer interaction capabilities, the full-time remote Director of IVR Strategy will manage the modernization of customer self-service and automation across voice and related service channels.

Key responsibilities

• Develop and lead the strategy and roadmap for conversational AI and customer automation capabilities
• Lead cross-functional efforts to design, implement, and optimize conversational AI solutions
• Partner with various teams to enhance customer interactions and improve service outcomes through automation

Required qualifications

• Bachelor's degree in Business, Technology, Operations, Computer Science, or related field
• 8-10+ years of leadership experience in contact center technology, customer experience, or related areas
• Proven experience in leading strategy and execution for conversational AI and customer automation
• Strong understanding of customer journeys and contact center operations
• Experience managing external vendors and platform partners in a complex environment